Service Designer

About the Team

The RozetkaPay Marketing Team is responsible for brand development, customer acquisition and retention, and creating a high-quality customer experience at every stage of interaction with the product.

We are currently looking for a Service Designer | CX Manager who will establish a systematic approach to the customer direction within the product—from research and metrics to designing service changes. The role’s focus is to systematize existing CX initiatives, build a research approach, CJM and CX metrics, and help teams make decisions based on real customer experiences.

Future Areas of Impact

• Launch and support initiatives aimed at improving customer experience, with a focus on systemic changes
• Structure requests from product and business teams into research hypotheses, testing scenarios, and CX insights
• Build and develop Customer Journey Maps for key customer processes, keeping them relevant as working tools
• Conduct qualitative and quantitative research (interviews, testing, user behavior analysis)
• Implement and develop a CX metrics system, including collection, analysis, and regular monitoring
• Identify barriers in the customer journey and propose solutions in collaboration with product, marketing, and IT
• Facilitate workshops and working sessions with stakeholders to align decisions and prioritize changes
• Support team decisions with data on real customer experiences and research results

We Expect

• Experience in service design, CX, or UX research with an understanding of end-to-end customer experience (2+ years)
• Must-have: experience in fintech/banking domain
• Practical experience conducting qualitative and quantitative research (interviews, testing, user behavior analysis)
• Experience building Customer Journey Maps and using them as tools to influence the product
• Understanding of CX metrics and experience applying them in product/service work
• Experience facilitating and interacting with stakeholders across product, marketing, and IT
• Ability to structure business requests into research tasks and transform insights into concrete solutions
• Proactive approach: ability to initiate changes, form hypotheses, and bring them to implementation with focus on results and impact
• Bonus: basic SQL knowledge and experience with BI tools (Looker Studio / Tableau / Power BI), as well as Figma